Refunds and returns

The information below is from Collins Education Terms & Conditions.  View full terms.

Physical Products (Books, CD-ROMs etc)

For UK and International Schools

• The official Collins return system must be used for all Collins, Letts Lonsdale and Leckie&Leckie returns. HarperCollins cannot be responsible for missing parcels sent back without an official returns reference booking number. Any returns received into the warehouse without an official returns reference number will be subject to a delay in processing and cannot be tracked. Customer order errors will be arranged on the customer’s behalf by HarperCollins. A carriage charge of £5.50 per parcel will be charged for this service.Unwanted goods can be returned up to 3 months from the original invoice date, as long as they are unmarked/unused. Click here to visit the Collins return system.
• Faulty products or those damaged on delivery can be returned for a refund or replacement up to 3 months from the original invoice date.
• Evaluation terms: Evaluation materials are available for you to look at without charge for 30-days. If you then choose to purchase (adopt) 15 or more copies you may keep the evaluation copy free of charge. Click here to access the Collins returns system where you can select to either return the items or request an adoption credit. If you have adopted a title you will need to quote the invoice number for this purchase, so please have this information available. If you have adopted only part of the evaluation order you will need to repeat the process, selecting to return any items you do not wish to purchase.
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 3 month period on this basis.

For Individuals and Home use

• Unwanted goods can be returned within 28 days from the original invoice date, as long as they are unmarked/unused.
• Faulty products or those damaged on delivery can be returned for a refund or replacement within 28 days from the original invoice date.
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.

Digital Products (subscriptions to online resource sites or applications)

For all customers

• Please take advantage of free trials of our digital products to evaluate their benefits for you/your school and to verify if you have the required system set-up to run the product.
• Once you have taken out a full subscription to a product, you may request a refund (for whatever reason) on the full cost of the product within 28 days of the subscription start date. 
• We are unable to process refunds on digital products once your subscription has run for more than 28 days. 
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.

Please note:

• We reserve the right to withdraw, redesign or replace digital products at any time.
• If a product is to be withdrawn, customers will be given 45 days notice and details of how to claim a refund for the remainder of their subscription.
• We do not guarantee the product will be available at all times, though we will make best endeavours to ensure its availability from 8am to 11pm.
• We will from time to time suspend products for maintenance without liability to subscribers.
• In the event that we shall be prevented by maintenance or circumstances beyond our reasonable control from providing the product, it shall be suspended for so long as such cause shall continue to have effect.